A Definitive Guide to Auto Dialer

The discussion about Auto dialer starts with complex terms like preview dialling, progressive dialling, predictive dialling etc. An auto Dialer is a system or software that automatically dials the phone number. Auto dialer software integration with CRM software increases agent efficiency & improve productivity. There are different types of methods for dialling.

Manual Dialling

Preview Dialling

Progressive Dialling

Predictive Dialling

Manual & Preview dialling is not the auto dialling method. The agent has to dial the number in both the methods.

Progressive & Predictive dialling are an auto dialling method. Auto dialer dials the number automatically in both the methods.

An autodialer is used for Outbound call dialling process while ACD or Automatic Call Distribution is for Inbound Call Process. The integration of auto dialer with CRM increases agent efficiency.

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Manual Dialling Methods

There are two ways to dial the number manually.

Manual Dialling

Preview Dialling or Click to call

Manual Dialling

It’s a traditional way of dialling to customers.

Generally, the user sees the number in an excel sheet or any other software & dial it manually from the phone instrument.

Manual dialling may be done using the traditional analogue phone and analogue EPABX system.

It’s error prone & time consuming as an agent has to dial the number manually on phone.

There is no call log maintained in the manual dialer.

Preview Dialling or Click to call

It’s an agent controlled dialling system.

Generally, It’s used with CRM using CTI technology.

It helps the agent to review the details of the customer before dialling it.

The agent can dial the customer by clicking on the number in CRM.

It’s also known as click to call.

Once the agent dials the number, screen pop up displays the information about customer & gives options to write sales notes. Screen popup also displays information about the previous conversation with the customer.

CRM software logs call with duration, disposition & recording link.

All the call details are linked to the respective modules in CRM. (eg. contact, account, deal, enquiry etc.)

It helps the agent to enhance performance & reach more prospects.

It provides individualized attention to every customer & provides a different level of customer experience.

Who can use the Preview Dialling?

The organization selling high-value items requires longer sales cycles. One call is not enough for them. Preview dialling is the best option for them.

Business to Business (B2B) sales takes longer sales cycles & Preview dialer works best for them.

Preview dialling is the best option for the businesses providing solutions to the customers.

For small teams, Manual and Preview Dialling are more suitable than Predictive or Auto Dialling.

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Auto Dialling Methods

There are 3 ways for the dialer to dial the number automatically.

Progressive Dialer

Predictive Dialer

Voice Broadcast

Let’s try to understand these methods.

1. Progressive Dialer

The call centre admin or manager assigns the list of customers data to a different agent.

The agent can view the data with customer details.

Auto dialer dials the agent’s number first. Once the agent answers the call, dialer dials to the customer’s number. Once the call is completed, the dialer will dial another number automatically after predefined wrapup time. This system is known as Progressive dialer.

An agent can control the wrap-up time.

It dials with 1 agent to 1 customer ratio. There is no chance for abandoned calls for the customer as the system dials first to agent & then to the customer.

Generally, Progressive dialer works from CRM using CTI.

The agent can see the call pop up with details of the customer on the screen.

All the calls are recorded to the respective CRM modules.

CRM logs the calls with duration, disposition & recording link.

It’s an advanced version of preview dialling. All the features of preview dialling remain with Progressive dialling.

Who can use the Progressive Dialling?

The purpose of progressive dialling is to dial more numbers with better customer experience.

When the quality of call with the best customer experience matters, Progressive dialling works best.

2. Predictive Dialer

Predictive dialling is one of the buzzwords in the call centre industry, also sometimes referred to as Contact Centre.

The call centre manager uploads the data & assign the agents to the campaign.

Predictive dialer dials the customer’s number first. Once the customer answers the call, the dialer will connect the call to a free agent. There is a small pause for the customer before connecting to the agent.

As a result, the Agents don’t have to wait for unconnected or unanswered calls. Predictive Dialler systems are generally capable of answering machine detection.

Predictive dialer dials the customer’s number based on the calculation of free agents, average talk time etc. This system predicts intelligently when agents will be free to take the call. That is why it is known as Predictive Dialer.

5. Local Area Network (LAN)

Proper planning of computer network is required to get the benefits of IP telephony & CRM.

Security device like Firewall is a must to secure data network & IP telephony.

Cost of Autodialer System

Auto dialling system is most advanced add on feature of IP PBX telephony system. The CRM software integration with IP PBX telephony system helps to use auto dialling system effectively & improve performance of call centre. The onsite/hosted telephony system with CRM software is required. The integration, implementation & customization requires extra cost.